Senior IT Support Specialist

DESCRIPTION

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team!

POSITION PURPOSE

This role requires a hands-on approach to ensuring the smooth operation of standard IT technologies and, where applicable, lab-specific technologies. Experience supporting audit activities, GMP standards, or regulated environments is preferred. This position will be responsible responsible for supporting all workstations and devices in Woodcliff Lake, NJ and Orangeburg, NY.

The Senior IT Support Specialist will be responsible for day-to-day issues and will proactively monitor the progress of open IT support tickets. In this role, the Senior IT Support Specialist will diagnose hardware and software issues, offer solutions and ensure that our systems are running smoothly. Support with installation, configuration and troubleshooting of Microsoft Office Suite of products, proprietary applications, 3rd party applications/peripherals and utilities. Install and maintain a wide range of end user hardware ranging from desktops and laptops to network printers/copiers and corporate issued mobile devices.

The Senior IT Support Specialist will be responsible for day-to-day issues and will proactively monitor the progress of open IT support tickets. In this role, the Senior IT Support Specialist will diagnose hardware and software issues, offer solutions and ensure that our systems are running smoothly. Support with installation, configuration and troubleshooting of Microsoft Office Suite of products, proprietary applications, 3rd party applications/peripherals and utilities.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

End User Support:

• Respond to helpdesk tickets and requests, providing timely resolutions to users
• Collaborate with other IT team members to resolve complex technical issues or escalate to appropriate higher-level specialists.
• Control, manage and assist in the development of all software and hardware policies
• Coordinate all physical user moves with department supervisors, HR and IT Management team.
• Interface with software vendors to troubleshoot problems with proprietary applications
• In collaboration with the manager, create and maintain standards and inventory controls
• Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests
• Provide onsite technical support to internal laboratory associates and laboratory instrument vendors.
• Serve as a liaison between the Business Technical group and business stakeholders, including Quality Control Lab personnel as needed
• Ability to serve as a primary support resource for laboratory systems, where applicable, is a plus
• Responsible for all add, moves and changes to both laboratory equipment and associate access rights.

Technical Analysis:

• Provide end-user support for PC hardware, software, and peripherals (printers, monitors, etc.)
• Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
• Set up and configure new PC hardware, including desktops, laptops and associated peripherals.
• Troubleshoot hardware related problems, memory, hard drive, video card replacement etc.
• Support and troubleshoot various software products (Microsoft office, windows terminal Server, Windows Defender, FortiClient VPN, etc.)
• Support and troubleshoot various business and technical applications. Previous experience with laboratory applications such as Empower, TotalChrom, Thermo Fisher, PerkinElmer, or similar systems is a plus

Customer Service:

• Maintain customer relations, address complaints and resolve problems.
• Update customer with pertinent work order status changes
• Ensure all customers' concerns are addressed
• Positively impact IT customer relations by proactively working to identify and address sensitive issues.
• Follow-up with IT teams servicing problems and communication problems and resolution to user as well as department (s) associated with the problem
  
  

PERFORMANCE MEASUREMENTS

• Processing and closing of IT tickets in an accurate and timely manner
• Proactive involvement to remedy day-to-day pc support issues
• Be able to work very well within a fast-paced team environment
• Provide superb customer service to our user community.

QUALIFICATIONS

EDUCATION/CERTIFICATION:

• Bachelor's degree in information technology, Computer Science or a related field

REQUIRED KNOWLEDGE:

• Strong knowledge of the Windows operating systems (Windows 10/11) and Microsoft Office Suite
• Knowledge of Quality lab systems or the ability to quickly learn system administration of: Empower, Totalchrom, Thermo Fischer systems, Mettler Toledo, Perkin Elmer etc. is a plus
• Ability to diagnose, identify and remedy client-side hardware, software, and network related issues.
• Strong knowledge of Windows and Mac based operating systems, hardware and applications.
• Knowledge of Enterprise level Antivirus Solutions such as Windows Defender
• Solid understanding of networking concepts and technologies including TCP/IP, DHCP, DNS, Scripting/automation of tasks using PowerShell and/or third-party tools.
• Strong knowledge of user account management in a Microsoft Windows Active Directory environment.

EXPERIENCE REQUIRED:

• 4+ years of Desktop Support experience required.
• Some experience supporting laboratory instruments and laboratory technology environments is a plus.

SKILLS/ABILITIES:

• Strong communication and customer service skills
• Strong problem-solving abilities and attention to detail
• Ability to work independently and manage multiple support requests simultaneously
• Willingness to learn and stay updated on new technologies.
• Strong written skills for documentation and reporting
• Good listening skills
• Ability to defuse situations and perceived as approachable
• Motivated, organized and professional

WORKING CONDITIONS

• A corporate environment in which few to no hazards exist.
• The employee must be able to lift and/or move up to 50lbs and be able to get under desks/cubicles to check cabling etc. when needed.

Applicants must be legally authorized to work in the United States without the need for current or future employer-sponsored visa sponsorship.

SALARY RANGE:

• $60,000 - $70,000 annually, plus bonus

BENEFITS

PDI is pleased to offer comprehensive and affordable benefits for our associates, which includes:

• Medical, behavioral & prescription drug coverage
• Health Savings Account (HSA)
• Dental
• Vision
• 401(k) savings plan with company match and profit sharing
• Basic and supplemental Life and AD&D insurance
• Flexible Spending Accounts (FSAs)
• Short & long-term disability
• Employee Assistance Program (EAP)
• Health Advocacy Program

PDI also offers many voluntary benefits such as: Legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance and employee discounts.

At PDI, we are also committed to helping our associates maintain a healthy and sustainable work/life balance and are proud to provide associates with paid time off programs including: sick & safe leave, vacation, company & floating holidays, paid parental leave, and depending on the position we also offer summer hours and flex place/flex time options.